E-Relationship Manager

ICICI Bank's E-Relationship Management Services help customers avail a host of banking features primarily through the phone channel.

The E-Relationship Management Channel at the Bank is strongly connected to all business groups to design service architecture for enabling the customer journey, and relaying customer feedback to product teams.
It also supports international branches and ICICI Direct in their banking requirements.

It is a channel designed to enable the transaction capability of a customer and offer products across the financial spectrum to boost the customer portfolio.

As an e-Relationship Manager, you get an opportunity to engage with customers across segments and provide any and every assistance required to ease their banking journey.

You would act as a one-point contact for your mapped customers and service their requirements across different channels and products.

To do so, it is imperative to develop a thorough understanding of the customer's profile demographics, banking behavior and portfolio.

You are expected to use the service opportunities to expand the customer portfolio with the Bank by offering new products and solutions and also co-ordinate with the mapped branch for better branch Synergy.

Hence, this role requires you to have a flair for identifying sales opportunities and driving revenue, while keeping Net Promoter Score at the core of your engagement.

You are also expected to ensure coverage of your customer base through regular conversation, in accordance with the business plans.

Job Description:
• Build and deepen relationships with customers to achieve increase in share of wallet and revenues through the phone channel
• Provide professional customer service to achieve high customer satisfaction and retention which should result in high Net Promoter Score
• Have complete knowledge of customer base in terms of the profile, demographics and assets in the bank
• Serve as one-point contact to the mapped customers of the bank
• Cross selling and Up selling of products and services for both new and existing customers
• Providing advisory for various products offered by Banks to enhance relationship value
• Develop and maintain banking relationships with select group of customers through individualized customer service
• Generate new business to achieve defined targets in terms of no of customers, volumes and revenue for the segment
• Achieve the budgeted targets through PPOP(Pre-Provisioning Operating Profit)
• Ensure coverage of customer base in accordance with business plans
• Expand base of new customers through referrals from existing customers

Key skills:
• Ability to manage relationships to improve relationship value of existing Clients
• Aptitude towards delivering high quality customer service with good organizational and interpersonal skills
• Excellent communication Skills
• Self-driven with Sales bent of mind